Incident Management by clearTECH
Incident Management: Tracks the complete lifecycle of an issue from reporting to closure - handling prioritization, resolution in alignment with the ITIL standard.
Business Benefits using Incident Management:
- Improves customer service and boosts team productivity by ticket automation.
- Uses priority-based SLA management
- Provides visibility and accountability into problem resolution.
Key Features
- Automatic ticket creation - Create tickets instantly by sending emails that raise support tickets.
- SLA Management - Conveniently define your own SLA's and escalations based on business requirements.
- Incident Prioritization - as L1, L2, L3 based on the level of urgency.
- KPI Dashboard - provides up to date information on ticket status open | closed | in-progress | awaiting confirmation | on hold.
- Report generation - detailed, flexible, intuitive and easily downloaded.
- Alert Notifications - Get automatic notifications during ticket creation, update, and closure.
- Customer Service History - Access master information of the tickets starting from raised date, customer name, consultant name to the closure of the ticket.
- Comprehensive Knowledge Database of issues resolved issues.
- Response Editor - A predefined response will be automatically sent as a reply to the mail.
- Daily Planner - Executives can plan their activities for the day and mention tickets they are going to work on.
- Consultant Tracker - Effortlessly track the performance of consultants working on tickets based on ticket resolution time.
- Time Tracker - Track your tickets efficiently while the clock is running.
- Centralized repository of all issues and resolutions.
- Automatic software upgrade - New product features will be updated every year at no additional cost.
- API Integration - Seamlessly integrate with third party software based on your requirements.
- Customization - Highly customizable as per your business requirements and functionalities.